Comfort Waiting

Terms of Service

1. Agreement to Terms

By accessing and using Comfort Waiting’s services, you agree to be bound by these Terms of Service. These terms constitute a legally binding agreement between you and Etours sp. z o.o. (“we,” “our,” or “us”). If you do not agree to these terms, please do not use our service.

2. Service Description

Comfort Waiting provides on-demand delivery of comfort items to customers waiting in queues. Our service includes:

  • Rental items: Chairs, umbrellas, and heaters (must be returned)
  • Disposable items: Hats, gloves, and ponchos (yours to keep or dispose of)
  • Delivery to your queue position within 5 minutes
  • Customer support during your rental period

3. Rental Items

3.1 Items Subject to Return

The following items are rental items and must be returned:

  • Chairs
  • Umbrellas
  • Heaters

3.2 Return Requirements

  • Rental items must be returned to our collection personnel or designated return point
  • Items must be returned in the same condition as received, normal wear and tear excepted
  • Return time will be communicated at the time of delivery or upon request
  • You are responsible for the rental items until they are returned and confirmed by our staff

3.3 Lost or Damaged Rental Items

  • You are responsible for rental items while in your possession
  • Lost items will be charged at replacement value:
    • Chair: 50 EUR
    • Umbrella: 30 EUR
    • Heater: 100 EUR per unit
  • Damaged items may incur repair or replacement fees based on the extent of damage
  • Deliberate damage or misuse will result in full replacement charges

4. Disposable Items

The following items are disposable and yours to keep:

  • Hats
  • Gloves
  • Ponchos

You may dispose of these items responsibly in waste bins after use. We encourage environmentally responsible disposal.

5. Order Process and Delivery

5.1 Placing Orders

  • Orders are placed through our mobile app or website
  • You must provide accurate location information (queue position)
  • Orders are subject to availability

5.2 Delivery

  • We aim to deliver within 5 minutes of order confirmation
  • Delivery times are estimates and may vary due to circumstances beyond our control
  • You must remain at your specified queue location
  • If you cannot be located, additional delivery fees may apply for redelivery

5.3 Order Modifications

  • Orders can be modified before delivery dispatch
  • Once delivery personnel are en route, modifications may not be possible

6. Pricing and Payment

6.1 Pricing

  • All prices are displayed in EUR and include applicable VAT
  • Prices are subject to change without notice
  • The price confirmed at checkout is the final price you pay

6.2 Payment

  • Payment is processed through Stripe at the time of order
  • We accept major credit and debit cards
  • Payment must be completed before delivery
  • You authorize us to charge your payment method for any additional fees (lost items, damage, late returns)

6.3 Refunds

  • Refunds may be issued if:
    • We cannot deliver within 15 minutes
    • Items are unavailable after order confirmation
    • Service failure occurs on our part
  • Refunds are processed within 5-10 business days
  • No refunds for change of mind after delivery

7. Cancellation Policy

7.1 Customer Cancellations

  • Orders can be cancelled free of charge before delivery dispatch
  • Once delivery personnel are en route, cancellation fees may apply (up to 50% of order value)
  • After delivery, no cancellations or refunds are available

7.2 Company Cancellations

  • We reserve the right to cancel orders due to:
    • Unavailability of items
    • Inability to locate customer
    • Violation of these terms
    • Force majeure events
  • Full refunds will be issued for company-initiated cancellations

8. Customer Responsibilities

You agree to:

  • Provide accurate location and contact information
  • Remain at your specified queue location for delivery
  • Treat rental items with reasonable care
  • Return rental items in a timely manner
  • Not use items for purposes other than personal comfort while queuing
  • Not sublet, transfer, or allow others to use rental items without permission
  • Comply with venue rules regarding use of our items
  • Dispose of disposable items responsibly

9. Prohibited Uses

You may not:

  • Use rental items for commercial purposes
  • Damage, alter, or modify rental items
  • Remove identification tags or markings from rental items
  • Use items in a manner that violates venue policies
  • Share rental items with non-customers without authorization
  • Use the service to harass, abuse, or harm our staff
  • Provide false information or impersonate others

10. Liability and Disclaimers

10.1 Service Availability

  • We strive for continuous service availability but do not guarantee uninterrupted service
  • Service may be unavailable due to weather, technical issues, or other circumstances
  • We are not liable for delays or inability to deliver due to factors beyond our control

10.2 Limitation of Liability

  • Our liability is limited to the amount you paid for the service
  • We are not liable for indirect, incidental, or consequential damages
  • We are not responsible for injuries resulting from misuse of items
  • We are not liable for items confiscated by venue authorities due to venue policies

10.3 Product Condition

  • Items are provided in good working condition
  • We are not liable for minor cosmetic imperfections that do not affect functionality
  • Heaters are provided with safety instructions; improper use is at your own risk

10.4 Force Majeure

We are not liable for failure to perform due to circumstances beyond our reasonable control, including:

  • Severe weather conditions
  • Natural disasters
  • Acts of terrorism or civil unrest
  • Government restrictions
  • Technical failures

11. Venue Policies

  • Some venues may have restrictions on use of certain items (e.g., chairs, heaters)
  • You are responsible for ensuring compliance with venue rules
  • We are not liable if venue staff request removal of items
  • No refunds will be issued if venue policies prevent use of items

12. Intellectual Property

  • “Comfort Waiting” name, logo, and branding are owned by Etours sp. z o.o.
  • You may not use our intellectual property without written permission
  • All content on our website and app is protected by copyright

13. Privacy

Your use of our service is also governed by our Privacy Policy. By using our service, you consent to our collection and use of personal data as outlined in the Privacy Policy.

14. Term and Termination

14.1 Term

These terms remain in effect while you use our service.

14.2 Termination by Us

We may suspend or terminate your access to our service if you:

  • Violate these terms
  • Fail to return rental items
  • Fail to pay outstanding fees
  • Engage in fraudulent activity
  • Abuse or harass our staff

14.3 Effect of Termination

Upon termination:

  • You must immediately return all rental items
  • All outstanding fees become immediately due
  • Your access to our service will be revoked

15. Modifications to Terms

  • We reserve the right to modify these terms at any time
  • Changes will be posted on our website with an updated “Last Updated” date
  • Continued use of our service after changes constitutes acceptance
  • Material changes will be communicated via email when possible

16. Governing Law and Jurisdiction

  • These terms are governed by the laws of Poland
  • Any disputes shall be resolved in the courts of Warsaw, Poland
  • If any provision is found unenforceable, the remaining provisions remain in effect

17. Contact Information

For questions, concerns, or support regarding these Terms of Service:

Etours sp. z o.o.
Hoża 86/410
00-682 Warszawa
Poland
NIP: 7011180825
Email: [email protected]

18. Dispute Resolution

18.1 Informal Resolution

We encourage you to contact us first to resolve any disputes informally.

18.2 Complaints

Complaints can be submitted to [email protected]. We will respond within 14 days.